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We picked up a new remote for our cable system last weekand…

Customer Question
We picked up a...

We picked up a new remote for our cable system last weekand went through the steps to configure it. The second code on the list (10702) seemed to work, but after a few days of using it we started to notice some odd things happening on some channels. Several channels only come in with Spanish audio (e.g., many movie channels, all the HBO channnels, the NFL channel). KWGN comes in with Spanish audio on some shows,but not on others. Several other channels are coming in with English audio but include audio that includes the video description. We checked the settings on our TV (a Samsung) and found the setting for the video description, but it is grayed out and the information says that it is not available. How can we reset this so that all the channels come in in English without the video description?

Technician's Assistant: Are you getting any error messages when you try to connect to HBO?

No -- it is just in Spanish.

Technician's Assistant: How is your internet connection? Have you tried unplugging your modem and router, then plugging them back in?

Our internet is fine so, no we haven't tried unplugging the modem or router.

Technician's Assistant: Anything else you want the TV Expert to know before I connect you?

Can't think of anything. Thanks.

Submitted: 5 months ago.Category: TV
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Customer reply replied 5 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call.
Customer reply replied 5 months ago
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Answered in 2 hours by:
12/24/2017
TV Technician: Harry, Customer Service replied 5 months ago
Harry
Harry, Customer Service
Category: TV
Satisfied Customers: 2,349
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays coming upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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TV Technician: Harry, Customer Service replied 5 months ago

What is the make/model of the box?

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Customer reply replied 5 months ago
Motorola RNG150N
TV Technician: Harry, Customer Service replied 5 months ago

Unplug the power cord

Wait 2 minutes

Plug in the power cord and power on the box

Wait 5 minutes

Do you still have the issue?

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Customer reply replied 5 months ago
the HBO channels are still in Spanish
TV Technician: Harry, Customer Service replied 5 months ago

Is that the only channel in Spanish?

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Customer reply replied 5 months ago
No,there are many others asI described in my original message
TV Technician: Harry, Customer Service replied 5 months ago

Are you sure that you are not on the channels designed for Spanish?

Who is your cable provider?

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Customer reply replied 5 months ago
Right now we are watching the Packers and the Vikings on our local NBC affiliate, KUSA & it is in Spanish.
Customer reply replied 5 months ago
No, we are not watching any channels that are supposed to be in Spanish
TV Technician: Harry, Customer Service replied 5 months ago

Who is your cable provider?

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Customer reply replied 5 months ago
Comcast
Customer reply replied 5 months ago
I assumed you knew that because I started this messaging through Comcast help
TV Technician: Harry, Customer Service replied 5 months ago

No, we are not Comcast/Xfinity support.

Have you contacted them directly?

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Customer reply replied 5 months ago
When I logged into this I thought it was Comcast support. I did not call them as i thought this would be a more efficient method. As you might imagine, I’m beginning to rethink my decision.
TV Technician: Harry, Customer Service replied 5 months ago

You will need to speak with Xfinity.

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Customer reply replied 5 months ago
Please tell me how to get a refund on this transaction.
Customer reply replied 5 months ago
Please e-mail me a transcript of this entire transaction
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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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